The solution to Payless' needs was a Retail Performance Support System, or RPSS.
About seven years ago, Payless began exploring alternatives to its various business models to see if there were viable solutions. During the next four years a skunkworks effort was undertaken to explore the application of performance centered design. About three years ago Payless engaged Ariel Performance Centered Systems to help conceptualize, design, prototype and eventually build the system.
At the same time, Payless began architecting its information infrastructure. This proved to be valuable in that the store systems, and ultimately the RPSS, would be able to make use of newer Pentium III multimedia systems.
The initial concept was to build a system within the associates' work context - that is, the system should reflect their work environment.
DesignOnce a preliminary environment was selected, the next major task was to construct a detailed performance support map, outlining all of the major tasks and subtasks. Each task was listed in a performance taxonomy that was given the curious nickname Kfärgen.
The performance support map outlined all of the tasks, what type of leaning/performance was needed to support that task, the knowledge base as well as requisite knowledge.
In all, almost 1,400 tasks were identified.
A prototype was co-developed between Payless and Ariel. The design used a Payless storefront with major task areas assigned to specific areas within the store. For example, to schedule staff and other appointments, the associate would click on the calendar.
The system consists of five major content component types:
One of the great features of RPSS is an interactive agent, a sock puppet named SeeMore. SeeMore engages associates through the use of guided tours of the system, search assistance and, ultimately, proactive context sensitive support.
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